Poor service

We sent an email to Customer Services Old Mutual on 22 April 22 with regards to premium charged on a benefit which we were told will fall away after two years when a second benefit kicks in. Received a response from leslie Maart on 26 April 22, directing us to our Financial Advisor. We forwarded our email to arbitration, customer services and complaints on 26 April 22 but too date no response from Old Mutual. Just a computer sent reply informing us that they will respond shortly. It's extremely frustrating as Old Mutual's after sales service is poor. The financial advisor is no longer with Old mutual and we were hoping that customer services would assist. What happened to the good old days when Old Mutual was prompt and responding timeously. The policy document states contact customer services for any queries but Old Mutual, Leslie Maart tells us to contact a financial advisor who has AWOL.